Service Desk Manager MSP

Ready to Lead Inspire and Make an Impact Join Us at My IT Crew.

At My IT Crew leadership isnt about titles its about impact. Since 2016 weve been redefining what it means to deliver IT services with a focus on empowering people solving problems and creating a culture where both our clients and team members thrive.

Our customer satisfaction rating A steady 97%.
Our growth Relentless fueled by innovation and teamwork.
Our culture Transparent collaborative and committed to high performance.

Now were looking for a Service Manager who can raise the bar even higher someone who can inspire a team guide our clients and make sure every hour spent delivers real value.

Position: Service Manager

Location: Brooklyn New York
Department: Service Delivery

What Youll Do

As Service Manager youll be the heartbeat of our operations keeping the team focused clients happy and performance on track. Youll:

• Act as an escalation point for critical client issues owning communication and resolution.

• Manage scheduling workload and utilization to make sure every hour counts.

• Review and manage service backlogs keeping priorities clear and moving.

• Track key metrics spot trends and proactively improve performance.

• Mentor and motivate your team through one-on-ones coaching and clear feedback.

• Handle employee reviews hiring and staff development.

• Take ownership of major incidents leading coordination and stakeholder communication.

• Collaborate across departments to maximize client satisfaction and operational efficiency.

• Lead by example upholding accountability morale and excellent customer service.

What You Bring

Were looking for someone whos not just a manager but a leader with vision grit and a people-first approach. Youll bring:

• 5 years of technical IT experience.

• 3 years in management or leadership roles.

• Hands-on expertise with Windows Server Active Directory Microsoft 365 Firewalls VPNs Routing/Switching Virtualization and LAN/WAN.

• Strong background in IT service delivery incident/problem/change management and client relationship building.

• ITIL knowledge (V3/V4 Foundation strongly preferred).

• Excellent communication skills you can build trust present clearly to leadership and defuse tough situations with calm confidence.

• A proven track record of meeting KPIs and driving team performance.

Why Youll Love It Here

• A culture where leadership is about coaching not micromanaging.

• Real influence on strategy performance and customer success.

• Tools training and processes that evolve with the industry.

• A company that rewards initiative values growth and supports your leadership journey.

• A team that listens learns and collaborates to win
  together.

If youre ready to step into a role where your leadership directly shapes client outcomes and team growth then this might be your next big move.

Lets talk. My IT Crew isnt just a place to work its a place to grow lead and thrive.

Required Experience:

Manager